Operations Analyst, Service Optimization Specialist

3 weeks ago


Edmonton, Alberta, Canada CB Canada Full time

About CB Canada

CB Canada is a leading provider of customer service solutions, committed to excellence in workforce management and performance optimization.

Job Summary

We are seeking an experienced Operations Analyst to join our team as a Service Optimization Specialist. This key role will play a vital part in driving business growth by analyzing and optimizing real-time performance data, ensuring seamless delivery of exceptional customer experiences.

Key Responsibilities:

  • Intraday Performance Analysis: Monitor and analyze real-time volume, team member performance, and channel performance to identify trends and areas for improvement.
  • Staffing Optimization: Utilize forecasting tools to analyze staffing requirements, adjusting schedules as needed to meet service objectives.
  • Schedule Management: Partner with leadership to update team member schedules, handling exceptions and ensuring optimal resource allocation.
  • Workload Distribution: Analyze and adjust workload distribution among team members, leveraging skills and channels to minimize deviations from service level targets.
  • Communication and Collaboration: Provide regular updates to management on intraday performance, communicating trends and insights to drive informed decision-making.

Requirements

To succeed in this role, you will need:

  • 1-3 years of experience in Customer Service Center Workforce Management environment
  • Strong analytical and problem-solving skills, with the ability to interpret complex data sets
  • Familiarity with Workforce Optimization Software (e.g., NICE, Verint, EWFM, TeleOpti) and ACD technology (e.g., Avaya, Cisco)
  • Microsoft Excel skills and proficiency in other Microsoft Office applications
  • Excellent communication and interpersonal skills, with the ability to influence and negotiate with multiple stakeholders

Compensation Package

We offer a competitive compensation package, including an estimated annual salary of $65,000-$80,000, depending on location and experience. In addition to a base salary, we also provide benefits and opportunities for professional growth and development.



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